hargrove@harlie.corp.sgi.com (Mark Hargrove) (02/06/90)
Does anybody have a reasonable staffing/headcount model for figuring out how many service/support people it takes to properly service a given population of desktop computers? As a new manager of End User computing (with no previous manager in this position!), I'm struggling with the best way to empirically show that I need more than one person to service/support a population of 750 Macs & PC's. Our Customer Support division has wonderful models for *their* base of product support engineers and FE's, but they *also* have MTBF and MTTR data on all the equipment -- I can't get Apple or any of our PC suppliers to divulge these magical numbers, so the models which uses these wonderful numbers aren't useful to me. Anybody have any ideas?